Level II Technical Specialist – Backup & Recovery (Systems & Microsoft Cloud)
Salary Range: US$1300-US$1600
*On site Position

About

 A US company with two businesses under one roof. A managed IT services provider (MSP) for small and mid-sized businesses. Excello’s client is a long-established cloud data-backup and recovery service for small businesses, sold mainly through a network of MSP partners across the US. 

The Role

Excello’s client is looking for an experienced Level 2 Technical Specialist. This is an on site role: about half technical support and data recovery, and about half customer-facing work — running free trials, quoting new customers, growing existing accounts and looking after our MSP partners. You are the person customers and partners talk to when something is more than a routine ticket, and the person who turns a trial into a paying customer.

Work Stream A — Technical Support And Recovery

Troubleshooting

• Take escalations from Level 1 support; work complex backup issues with customers, their IT contacts and their software vendors.
• Install, configure and test backup software on servers and endpoints; move subscriptions to replacement machines.
• Resolve failed and missed backups (file and image), working through root causes rather than re-running jobs.

Data recovery

• Restore files, folders and full systems for customers, including large bulk restores on our recovery workbench and transfer back to the customer.
• Restores of databases and Microsoft 365 (OneDrive / SharePoint) data, with support from our senior specialist on the most complex cases.
• Take part in the after-hours emergency restore rotation (paged; callback within one hour).

Service quality

• Keep every ticket updated in HaloPSA the same day; document fixes so Level 1 can handle them next time.
• Flag recurring problems and suggest process or product improvements.

Work Stream B — Trials, Quotes And Accounts

Trials and new customers

• Run the 30-day free trial: set up the trial, check in during the trial, and use it to confirm how much data the customer needs to protect.
• Quote the service using our package-pricing calculator (it holds our standard pricing rules); collect payment details through our secure payment tools.
• Hand every won customer to billing with a complete, accurate quote and the referring partner's ID.

Existing customers

• Storage upgrades and downgrades, additional devices, image backup and endpoint protection add-ons.
• Work the over-quota report: contact customers whose data has outgrown their plan and move them to the right package.
• Handle cancellation requests using our offboarding process; try to save the account where it makes sense.

Partners

• First point of contact for our MSP partners on trials, quotes, pricing questions and technical questions.
• Support new partners through onboarding (information, demo, first trial) using our partner onboarding process.

Reporting

• Weekly report on trials, conversions, partner activity and account changes.

Boundaries

• Standard pricing only; discounts or exceptions outside the pricing calculator need owner approval.
• No refunds, credits or contract changes without owner approval.
• Customer payment details are handled only through our secure payment tools — never by email, chat or notes.
• Strict confidentiality with customer data, credentials and encryption keys.

Requirements

• 3+ years in Level 2 IT support at an MSP, IT services company or SaaS/backup vendor, supporting US small businesses.
• Hands-on experience with backup and recovery: file and image backup, bare-metal and VM restores, SQL and Microsoft 365 backup a plus.
• Strong Windows and Windows Server administration and remote-support skills.
• Comfortable on the phone with customers and confident quoting and recommending services — not a pure back-office technician.
• Experience with a PSA / ticketing system (HaloPSA, ConnectWise, Autotask or similar).
• Excellent spoken and written English.
• Able to work full-time during US Eastern business hours (core hours 9:00 AM–6:00 PM ET), and join the after-hours restore rotation.
• Own laptop, headset, reliable internet and a quiet workspace.

How We Measure Success

Escalated tickets resolved within agreed times, restores completed right the first time, trials converted to paying customers, accounts on the right plan, and partners who get fast, clear answers.

• First 2 weeks: learn our backup platform, HaloPSA, the pricing calculator and our trial process; shadow restores and trial calls.
• By day 30: handling Level 2 tickets and running trials with review.
• By day 60: quoting and converting trials independently; working the over-quota report.
• By day 90: owning the trial pipeline, account changes, partner questions and a place on the after-hours rotation.